CANCELLATION POLICY - for accommodation
Cancellation or reduction of a booking must be made in writing (email), and addressed to info@nisekoskilodge.com
For December - February bookings, cancellations or reductions made more than 60 days before check-in date will receive full refund (in Japanese Yen), less any fees charged by payment processors or banks. Cancellations made less than 60 days before arrival will incur 100% penalty.
For March - November bookings, cancellations or reductions made up to 7 days before arrival will receive full refund (less any bank / credit card fees). Late notice cancellations (less than 7 days before arrival) incur 100% penalty.
Niseko Ski Lodge is not responsible for any bank fees or currency fluctuations affecting the final balance of a refund.
Refunds may be processed within 2 weeks of us (Niseko Ski Lodge) receivng formal notification of your cancellation, however the credit card provider or bank may take up to another two weeks to process from their side. The entire refund procedure may therefore take up to one month to arrive in your account.
A cancellation or reduction in your booking made after the free cancellation period expires will not recieve a refund under any circumstances, except for our special COVID cancellation policy outlined below.
However, your booking may be transferrable to another person if you find a replacement for the same dates
Travel insurance is highly recommended to cover any late notice cancellations or unavoidable reductions.
SPECIAL COVID-19 cancellation policy:
*March - November: we will allow free cancellation until 2 days before arrival for bookings within those dates.
**For all bookings, including December-February bookings: if a new, official, Japanese national or prefecture government request is issued (after the expiry of your free cancellation period) to not travel from your home prefecture to Hokkaido, covering the dates of your booking, we will allow a late-notice change of dates for your booking without penalty. Refunds will not be available, but a credit for the value (in JPY) of unused accommodation may be carried forward to use at Niseko Ski Lodge properties in the following 12 months.
COVID safety
We follow offical government COVID policy, to protect our guests and staff:
- guests are not allowed to travel if exhibiting COVID symptoms, or displaying a high temperature above 37.5 degrees
- we are obliged to check all guests' temperatures before allowing access to accommodation
- if any traveling person registers a body temperature above 37.5 degrees celsius, or is showing COVID symptoms, we must refuse access to accommodation for everyone in the traveling group. They must isolate, and immediately contact the national COVID call centre (phone 0800-222-0081), and follow their instructions.
Travel insurance is strongly recommended to cover costs of canelled accommodation if entry is not allowed due to COVID symptoms, as refunds will not be available.
- if anyone develops a fever, or other COVID related symptoms during their stay, they must notify our staff immediately, so we can advise medical authorities, to protect all guests and our cleaning staff
- we check our staff daily for temperatures and monitor any signs of COVID symptoms, and all staff will be immediately isolated if potentially exposed to COVID
- we ventilate and sanitise rooms between different bookings
- all common areas are ventilated and sanitised daily
- we manage the times where different groups can use the same common areas
- masks are required when using communal areas in the lodge
- hand sanitiser is provided in areas with high levels of guest contact, please use this wherever possible
These policies may be adjusted, depending on the latest instructions by the Japanese ministry of health.
We are committed to providing a safe vacation for all of our guests, and look forward to your arrival.
CANCELLATION POLICY for extra services
Any extra services booked by Niseko Ski Lodge, on a guest's behalf, are subject to the individual provider's cancellation policies. This includes lift tickets, bus and private transfers, rental equipment, car rental, ski / snowboard lessons, backcountry guiding, cat skiing, and any other product or service. We will assist to arrange a cancellation if permitted, but Niseko Ski Lodge and Ezo Tourism Services bear no responsibility if the vendor does not allow a refund for any reason, once a booking has been requested by our guests.
ACCEPTANCE OF BOOKINGS
Bookings are made subject to the services or accommodation being applied for being available. If unforseen circumstances apply, The Niseko Ski Lodge and/or its agents reserve the right, without notice, to modify, cancel or withdraw any of the arrangements. In this event, the full amounts paid will be returned to the customer, and, upon rendering this payment, all liability of The Niseko Ski Lodge and/or its agents in respect thereof will cease.
IF WE CHANGE YOUR BOOKING
In very unlikely circumstances, it may be necessary to amend or cancel your booking for reasons beyond our control and we reserve the right to do so. We will inform you as soon as possible and offer you the choice of alternative accommodation of a similar standard, or a refund of all payments made for any affected dates.
